Web Chat for B2C Service Support for 24.07.0 (24C) Client

Engagement Engine now supports the Web Chat for Service 24.07.0 (24C) client version.

What's new?

Copy and upgrade component - Uptake new enhancements by reusing an existing component.
Support multiple RightNow interfaces via a single rule for WCFS load - Use one WCFS component across interfaces.
Proactive chat - When defined conditions are met show a chat invitation dialog.
Support for multiple bots - It is now possible to setup more than one bot on the same page.
Sensitive information masking - Besides sending sensitive information off the record it is now possible to either fully or partially mask it. And next to the built-in regular expressions you can now use your own ones.
Draggable chat - Enables the user to drag the chat widget out of the way when it's blocking content on the page.

What's improved?

Pre-launch form customization - A header and a footer have been added to the pre-launch form and can be customized with HTML.
Keep or clear an ended conversation - A new setting key gives more control whether to clear or keep the conversation when the widget is closed.
System and post conversation message - The minimize widget and start new conversation buttons can now be hidden.
End conversation button - When there is no active connection this button (X) can now also close the widget.
Widget position - It is now possible to dynamically update the widget position.
Bot name customization - The name of the bot can be added and customized in the conversation.

Business Enablement:

Adapt the behavior of Web Chat to your desired customer experience.
Decrease abandonment and increase conversion by offering an invitation to chat
End-user security compliance by not storing personal information to the transcript
Easier administration via the point and click Engagement Interface.

1. Request your Engagement Engine account

2. Login to Engagement Engine

3. Add the Engagement Engine tag to your site

Navigate to Help - Setup to find your tag with your unique Engagement Engine Account ID
Add the javascript tag to the pages where you want to show Web Chat

4. Create the Web Chat Component

Navigate to Settings - Web Chat
Create a new component and choose the latest version
Set the mandatory URI in Network Configuration eg. <interface>.widget.custhelp.com and indicate that the service is B2C
Configure your desired attributes for layout and functionality and Save & Publish

5. Define your site

6. Create a rule for your site

7. Apply the right settings

8. Associate the rule with your site

9. Publish your site

10. Check the B2C Service Configuration Setting

The Web Chat for Service 24.07.0 (24C) client and new features are available via the Engagement Engine Editor.

Once Engagement Engine has been enabled, see the Oracle Engagement Engine Cloud Service Documentation for complete steps for configuring, testing, deploying, and best practices for Engagement Engine (see Chapter Integrating Engagement Engine with Web Chat for Service).

Answers regarding Web Chat for Service on how to enable new features will be added to the cx.rightnow.com support portal.

If you are licensed for Oracle Digital Assistant and you want to learn how to set up Digital Assistant as an Agent to use a chatbot in your B2C Service implementation, please refer to the Using Oracle Digital Assistant Documentation (Chapter Service Integration - DA as an Agent).

If Engagement Engine has not been enabled on your site, please submit a Service Request. See also: How do I get started using Engagement Engine? https://cx.rightnow.com/app/answers/detail/a_id/7153/